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Using client satisfaction data for quality improvement in the health services in Peru : quality assurance case study

SANTILLAN, D
2000

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This case study looks at how a clinic used a series of quality improvement tools to analyse client satisfaction. These tools included flow charts, fish bone diagrammes, tables, brainstorming and decision matrices. Using two different quality improvement methods, the clinic's utilisation rates and client satisfaction improved. The case study shows how collecting and using client satisfaction data is an important way of bringing clients' voices into the quality improvement process

Improving provider-client communication : reinforcing IPC/C training in Indonesia and self-assessment and peer review

KIM, Y M
et al
2000

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Report of a study that tested the effectiveness of two low-cost alternatives to supervision (self-assessment and peer review) that may reinforce providers' skills after training. The performance of 3 groups of providers, who attend family planning clients was compared. Provider-client interactions were improved in the groups undergoing peer review or self-assessment, as was the level of facilitative communication. The level of information-giving was not improved in the control group or the groups undergoing peer review or self-assessment

Monitoring the quality of primary care

BOUCHET, Bruno
2000

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This guide describes a 3-step quality monitoring approach to assess the quality of patient care. The 3 steps are determining the systems of care to be monitored, and defining performance standards and indicators; choosing appropriate data collection methods and designing and testing monitoring tools; and analysing and applying quality data

Setting up a national hospital accreditation program : the Zambian experience

BUKONDA, N
et al
2000

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This report looks at the milestones and successes of the hospital accreditation program in Zambia. The report documents the 10 milestones that have been reached by the program and the issues that need to be resolved, namely the need to finalise the accreditation manual for hospitals; to achieve legal status and an administrative structure for the Zambia Health Accreditation Council; to communicate the results of the first round of the accreditation surveys; and to determine how to assist hospitals that do not achieve accreditation status

Quality of supervisor-provider interactions in Zimbabwe

KIM, Young Mi
et al
2000

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The report of a study that focused on supervisors' conduct during regularly scheduled supervisory visits to health facilities and how their interactions with providers contribute to quality of care. Its main goals were to gain a better understanding of supervisory practices and make recommendations on how to improve supervision

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